Director of Support Engineering - Americas
New
A
AshbyB2B SaaS
Remote - USFull-TimeDirector
Salary$160K - $218K; Tier 1: NY/SF $184K – $218K • Offers Equity; Tier 2: US Average $160K – $190K • Offers Equity
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Job Details
- Required Skills
- Data AnalysisCross-functional Team LeadershipRESTful APIsSaaSTechnical support
Requirements
- Led a Support Engineering, Technical Support, Developer Support, Production Support, or similarly technical function in a B2B SaaS or complex software environment.
- Proven experience leading through managers and building a leadership layer.
- Technical depth to reason about APIs, integrations, logs, databases, application behavior, architecture, and debugging approaches.
- Experience shaping the boundary between frontline Support, Support Engineering, Product, and Engineering.
- Ability to use data and recurring patterns to drive improvements in supportability, product quality, tooling, or Engineering prioritization.
- Strong communication skills with technical and non-technical audiences, especially regarding tradeoffs and customer impact.
- Hands-on, customer-centric leadership style capable of balancing strategy, organizational design, and technical details.
- Familiarity with scalable support systems including automation, self-serve, and AI-enhanced tooling.
Responsibilities
- Set the vision and operating model for Support Engineering, aligning the function’s priorities with Ashby’s broader Customer Success goals.
- Directly lead, coach, and develop the Support Engineering Manager through clear expectations, regular feedback, career support, and accountability.
- Build shared operating standards across frontline Support, Support Engineering, Product, and Engineering for triage, investigation, documentation, and escalation quality.
- Partner with Engineering and Product leadership to synthesize recurring technical customer patterns and influence prioritization of product, platform, and process improvements.
- Establish the data and review mechanisms needed to understand escalation health, resolution speed, and the function’s influence on product priorities.
- Evolve the organization’s structure, hiring plan, onboarding, career paths, and regional model as Support Engineering scales.
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